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Beginner
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Message 1 of 18

Please Help! Internet regularly disconnecting...

Hi, I will try and provide as much information as I can to do with my problem, any help would be very gratefully received.

 

Basically, I have been a BT customer for just over a year, and been very impressed with the internet (next to no problems).

 

However, for around a week, my connection has been dropping quite regularly throughout the day - which is extremely annoying to say the least!

 

ADSL Line Status
Connection Information
Line state:Connected
Connection time:0 days, 00:19:38
Downstream:4.781 Mbps
Upstream:448 Kbps
 
ADSL Settings
VPI/VCI:0/38
Type:PPPoA
Modulation:G.992.1 Annex A
Latency type:Interleaved
Noise margin (Down/Up):8.9 dB / 26.0 dB
Line attenuation (Down/Up):40.9 dB / 26.0 dB
Output power (Down/Up):20.0 dBm / 12.5 dBm
FEC Events (Down/Up):32 / 0
CRC Events (Down/Up):0 / 0
Loss of Framing (Local/Remote):0 / 0
Loss of Signal (Local/Remote):0 / 0
Loss of Power (Local/Remote):0 / 0
HEC Events (Down/Up):0 / 0
Error Seconds (Local/Remote):356 / 235

 I have been scouring forums and help posts, and found some good suggestions, however none seem to have worked.

 

I have disabled the 'smart wireless' feature, done a factory reset on the box, and increased the 'lease time' to 21 days.

 

I have a BT Home Hub 3, which is ~a year old. I conducted a quiet line test, and was unable to hear anything, though I was not on the line when the internet disconnected.

 

Yesterday, the connection was dropping every 30 mins without fail, however it seems to be different again today.

 

I am all out of ideas unfortunately, short of buying a new hub or calling the dreaded BT helpline.

 

My download speed when I'm connected is ~3.5Mb per second, which is fine and perfectly normal for where I live, the BT speedtest thing seems normal, though I cant post the results for some reason. I was originally using the 'main socket', but the problem occurs on a second socket (with different filter) too. I have not used the test socket, so maybe that would be a place to start?

 

Thanks, Mark 🙂

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17 REPLIES 17
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Distinguished Sage
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Message 2 of 18

Re: Please Help! Internet regularly disconnecting...

yes please use the test socket the repost you hub stats
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Beginner
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Message 3 of 18

Re: Please Help! Internet regularly disconnecting...

Will do, thanks for the quick response.
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Beginner
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Message 4 of 18

Re: Please Help! Internet regularly disconnecting...

Ok, home hub now plugged into the test socket, through a microfilter, and a cordless phone plugged into the phone part.

 

ADSL Line Status
Connection Information
Line state:Connected
Connection time:0 days, 00:08:16
Downstream:6.281 Mbps
Upstream:448 Kbps
 
ADSL Settings
VPI/VCI:0/38
Type:PPPoA
Modulation:G.992.1 Annex A
Latency type:Interleaved
Noise margin (Down/Up):8.9 dB / 26.0 dB
Line attenuation (Down/Up):40.7 dB / 26.0 dB
Output power (Down/Up):20.0 dBm / 12.2 dBm
FEC Events (Down/Up):60 / 0
CRC Events (Down/Up):1 / 0
Loss of Framing (Local/Remote):0 / 0
Loss of Signal (Local/Remote):0 / 0
Loss of Power (Local/Remote):0 / 0
HEC Events (Down/Up):0 / 0
Error Seconds (Local/Remote):1 / 0
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Distinguished Sage
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Message 5 of 18

Re: Please Help! Internet regularly disconnecting...

that is an increase in connection speed you are now connecting at 6..2 mb this suggests that you have internal wiring problems i suggest leaving it there for the next 3/5 days to allow your IP profile to increase and this will improve your download speed
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Beginner
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Message 6 of 18

Re: Please Help! Internet regularly disconnecting...

Thanks a lot John, I will post any relevant updates.
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Beginner
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Message 7 of 18

Re: Please Help! Internet regularly disconnecting...

Thought I'd post an update, since I changed to the test socket, the problem has completely disappeared!

 

I have been connected 100% of the time (stats below), so it appears the problem is in my house and the internal wiring - any heads up on why the test socket is good but the 'normal' socket isnt would be useful.

 

I will experiment with a few things, such as using the normal socket again, to see if the problem re-appears - so far, thanks for your help - it has been nice to have undisrupted internet again!

 

ADSL Line Status
Connection Information
Line state:Connected
Connection time:4 days, 13:45:28
Downstream:6.031 Mbps
Upstream:448 Kbps
 
ADSL Settings
VPI/VCI:0/38
Type:PPPoA
Modulation:G.992.1 Annex A
Latency type:Interleaved
Noise margin (Down/Up):7.9 dB / 27.0 dB
Line attenuation (Down/Up):40.5 dB / 26.0 dB
Output power (Down/Up):19.8 dBm / 12.4 dBm
FEC Events (Down/Up):2600798 / 79
CRC Events (Down/Up):4955 / 86
Loss of Framing (Local/Remote):0 / 0
Loss of Signal (Local/Remote):0 / 0
Loss of Power (Local/Remote):0 / 0
HEC Events (Down/Up):61755 / 85
Error Seconds (Local/Remote):951 / 176
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Distinguished Sage
Distinguished Sage
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Message 8 of 18

Re: Please Help! Internet regularly disconnecting...

Have you removed the bellwire from terminal 3 in all sockets as this is known to cause problems


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Distinguished Sage
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Message 9 of 18

Re: Please Help! Internet regularly disconnecting...

you could start by removing the bell wire from every socket this link explains more http://www.filesaveas.com/jarviser/bellwirenutshell.html
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Beginner
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Message 10 of 18

Re: Please Help! Internet regularly disconnecting...

Thanks for the advice, I will have a crack this weekend and report back - for now, still chugging along happily in the test socket!

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